Complaints

This profile includes complaints for Music & Arts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Music & Arts

  7550 Teague Rd Ste 115 Hanover, MD 21076

  
• 

  Music & Arts

  14577 Potomac Mills Rd Woodbridge, VA 22192-6808

• 

  Music & Arts, Inc.

  164 Main Street Milford, MA 01757-2605

• 

  Music and Arts

  490 Easton Rd Horsham, PA 19044-2558

• 

  Music & Arts

  4672 Cemetery Rd. Hilliard, OH 43026

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a bells and snare set for my 6th grade son. He discontinued his time in band, and I called to ask about returning the kit, the person the the phone from Music and Arts told me everything was all set, my son could drop it at school the next day and there would be no bill. I keep getting a bill and I shouldn't be.

  Business Response

  Date: 11/16/2023

  Dear ****** ********

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm your instrument was returned on March 30, 2023, which was after your March invoice was due. As a courtesy the $29.16 has been credited to your account and your account now has a zero balance.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/16/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:11/15/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are enrolled in the instrument rental program. We had to change our credit card on file approximately 6 weeks ago. The preferred method to do this is to call customer service. Despite many attempts, I was unable to speak to anyone. I updated the website. I recieved a notice in the mail that the card is not properly updated and the bills have not been paid. I tried to call customer service. No one picks up. I cannot address the issue to my satisfaction. I would like to inquire about the remaining balance and payoff options, but this is not visible online.

  Business Response

  Date: 11/16/2023

  Dear ******* *******,

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm you have spoken with our Customer Service department and paid your account in full. Please feel free to contact us with any further questions or concerns.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/16/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I have been promised a certificate of ownership for the instrument (clarinet) which I paid for which will be sent to our home within the next month. 

  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Students signed up for viola rental. The violas never arrived. We tried calling (no one ever answers) and emailing. No one responded. We initially paid $5 I think but we keep getting $30 bills. I called credit card company but I keep getting billed. There’s no way to contact company!

  Business Response

  Date: 11/16/2023

  Dear ******* ****,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. Your initial payment was $5.00 plus tax however your monthly payments thereafter are $23.00 plus tax. Someone from our Customer Service department will reach out to you to discuss your concerns.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter tried the flute through her school and was not happy. Life got in the way and the return was never made. This was on me. I spoke to Customer Service and was told if I returned the instrument to a store, I would no longer be under contract and had $1000 (give or take) credit to pick out another instrument of our choice. (Side note: i was told by Customer Service that I should NOT have received a credit at all and "good for me" for getting one???)
  My daughter was thrilled. She loves music and wants to learn but the flute was just not her gig.
  I returned the flute to the local(ist) store and paid off the balance and was given the credit.
  My issue is that we were never notified it only qualified towards specific instruments, none of which she has an interest. So now I am stuck with a credit for an instrument that she will not use.
  I explained to C.S. that I would just get a $1000 instrument, sell it on the streets and just go back in and buy the instrument she wants. He said that was my option???!!!??
  I feel like a business designed to bring "Music & Arts" into a child's life (and future customer..), they would have better customer service and options. The store has directed me back to HQ, HQ refers me back to the store. Both telling me "there is nothing they CAN do".
  I feel the whole process is a bad look for the company and I can understand the frustration on the part of all the people on here.
  After repeated requests to speak to someone higher up and being told no, I am hoping this will catch their eye and they will reach out to find a resolution that suits both parties, instead of the "just get it for free, sell it and buy something else" approach.

  Business Response

  Date: 11/20/2023

  Dear ***** *******,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. Our Customer Service Supervisor Devon reached out to you today November 20, 2023, but had to leave you a voicemail explaining the use the rental credit. She also sent you a copy of your contract outlining the use of rental credit. If you have any additional questions or concerns please feel free to contact her back at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 12/10/2023

  Someone from the company called and was going to forward my complaint to the district manager. I am still awaiting resolution. 

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trumpet from Music & Arts (M&A) four years ago. My understanding is that I would make 36 payments of about $24. M&A says that I signed up for 57 payments. I have tried to resolve this with them, but when you call customer service number, you are just held on hold. I have tried 4 different times, waited at least 20 minutes each time, and have never talked with a person. I have continued to make payments, although they have been late. I have also entered 3 e-mails via their website under "Contact Us".
  
  Online, when this started, I could pull up the contract, but it had the end date and number of payments left blank. Now, my online account is blank and there is no transaction history shown. However, I continue to get bills. I can not see anything about my account on their website even though it is supposed to be there.
  
  On 9/19, they turned me over to a collection agency, Credit America (CA). I called and disputed this, and CA told me that they commonly hear that no one can get through to Customer Service, so they marked it disputed and said that they would not contact me again.
  
  On 10/20, the manager from the closest M&A store e-mailed me to try to get me to upgrade instruments. I replied to him with my problem that we have a dispute on the contract. He replied on that I owed 57 payments (this is the first time I heard that number) and he would work to answer any questions/disputes I have. I emailed back on 10/21 and asked for a copy of the contract. He never responded. I emailed again on 10/23, and have never heard anything back.
  
  I have been billed late fees and a fee for the collection agency. However, no one there will work with me to resolve the issue. They simply keep sending me bills and demand money but will not provide any documentation.
  
  I would like help getting this resolved. i have tried in good faith, but M&A will not respond to me.

  Business Response

  Date: 11/20/2023

  Dear **** *****,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. The rental price of your instrument was $1340.00, and the terms of your contract were for 57 payments at $23.00 and 1 final payment of $6.00 with a $23.00 initial payment. Unfortunately, you can't access your account online, we have never had that option available to our customers. Your credit has not been affected. You were charged late fees when you paid your bills late. As a courtesy we have removed the final amount due on your account and requested a paid in full certificate be sent to you.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/21/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of strings and mute on 10/18/23. I received the mute but not the strings. After several calls to customer service, each person told me something different. On 10/25/23, I was told that the strings were delivered with the mute (they were not). That person told me they would place a new order to replace the strings and that I would receive an email in the next 24 hours. That email never came. I called again on 10/27 and was told that the strings were being sent from a different warehouse and I should receive a shipping confirmation the following day or Monday at the latest. Nothing. I called again 10/31 and was told that the item was marked as "invoiced" and that another request to send the strings would be submitted. I was expecting 3-5 day shipping and have been waiting two weeks without even receiving confirmation of my order. In addition, I have received many conflicting responses by consumer service representatives and am having a hard time getting in touch with anyone. At this point, I want the order to be cancelled and to be refunded. The amount I paid for the strings was $187.95. Order number: *************

  Business Response

  Date: 11/02/2023

  Dear Sally Murphy,

  I am writing in response to your concerns regarding your order placed with Music & Arts. I can confirm your strings were delivered on October 24, 2023, tracking number ****************** via UPS to a UPS locker. Please contact UPS for additional information. We are unable to issue any refunds at this time.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Student Trumpet Rental | Instrument Serial #********
  
  
  See attachment for full details of problem:
  1. Deceptive business practices [having 3rd party vendors act on their behalf providing rentals without contracts, not telling consumers that they are a 3rd party vendor, and claiming to offer products/services that are not available in the state of New Jersey] ,
  2. Unlawful billing procedures [clauses in contact that was FINALLY received 2 years later after I was told I didn't sign up for what I was told I signed up for (on 10/5/23) seem to be completely illegal; such as being able to contact card issuer for updated payment information should a card decline. That said, this entire issue I am facing should not even be an issue (although I have called and provided my updated debit card information when it was closed for databreach at the beginning of the year, and it was not retained properly) if this company followed their own illegal billing/collection procedures outlined within their contract] , and
  3. Fraudulent charges [after returning the instrument, since I was not getting what I signed up for, did not want to pay any more towards something I was told I would be able to own after already paying ~ 1/4 towards it, my account was charged after expressly stating I did not authorize a charge for anything more than what was agreed upon pending the return] .
  
  
  If I am not refunded that unauthorized $284.77 that was deducted from my bank account on 10/17 and my rental account not considered closed and satisfied with the return of a pristine condition instrument on 10/7 WITH A ZERO BALANCE I will be contacting my bank to file fraud charges; and Music & Arts will not only be hearing from a Consumer Protection Attorney, but also the AG at the Division of Consumer Affairs since the BBB doesn't seem to take notice that deceptive business practices and unlawful billing procedures seem to be a common occurrence amongst the hundreds of complaints listed online.

  Business Response

  Date: 11/14/2023

  Dear ******** ******,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you may have experienced. We don't provide rentals without contracts; a copy of your contract is attached. We do not have third parties acting on our behalf. ****** ******* is a company that mails notices to our customers that are past due. We are two different companies. We can only update your credit card if your bank or credit card company provides it to us, yours did not. Per your contract you have to make your monthly payments for the time you have the instrument. You were offered a settlement of $234.00 if your instrument was returned by October 6, 2023, you returned on October 7, 2023. As a courtesy we offered you another settlement of $257.01 you declined that offer. Per your contract we have authorization to charge any past due balance to your credit card, you were charge $284.77 which included a discount of $229.25. There will be no refund given since you were already given a $229.25 discount.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/20/2023

  I received absolutely no update as to this response being posted. This has not been updated to my satisfaction.  

  There was a third party acting on Music and Arts behalf, as that is where I rented our Trumpet from and who did not provide a contract. 

  This company is completely deceptive and only choses to follow their contract and "agreements" as they see fit. If this is not resolved as I've asked I will be proceeding with filing a fraud charge directly with my bank, contacting a consumer protection attorney and filing a complaint with the AG of consumer protection.

• Initial Complaint

  Date:10/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company keeps billing us a monthly subscription for this 2023 year even though we:
  A.) Purchased an annual subscription with them in 2022, and
  B.) Elected an annual subscription for this year 2023 by returning their form at their request
  
  They say they never got our response to their form, even though we did indeed mail it back to them. As a returning annual subscription customer last year 2022, there is precedent. Instead of contacting us or responding to our support requests, they just started billing us for the monthly subscription, which is more 84% more expensive than the annual subscription we paid last year.
  
  My wife and I have been contacting them for the last 2 months to simply ask that they:
  1.) update our billing profile
  2.) apply the $207.51 we've paid to date in 2023
  3.) issue us a final balance due invoice for the annual subscription, which I will happily pay now rather than paying for the more expensive monthly subscription
  
  We waited on hold for over an hour each.
  
  We spoke to 3 different people, none of whom can help us they've admitted, but said they would have a Supervisor contact us. My wife spoke with them on September 14th where they admitted they didn't get our mailed response electing for an annual subscription.
  
  I spoke with a Customer Service representative named Erica on October 17th, and Robert R******* from the Collections Department on October 20th. Both of them said they would ask a Supervisor to get in touch with me. No response.
  
  We have also written to them 3 times since early September via their customer account portal. No one has responded to us.
  
  Most recently, I left a voicemail message for a Customer Service Supervisor named Robyn Callard on October 20, but have not heard back.
  
  Nobody there seems to be able to help us, and nobody is returning our calls, emails, or even their own internal requests for a Supervisor to contact us. They just keep sending us bills for the expensive monthly subscription.
  
  Please help.

  Business Response

  Date: 11/10/2023

  Dear ****** *****,

  I am writing in response to your concerns regarding your rental with Music & Arts. I apologize for any frustrations you maybe experiencing. The renewal period ended July 1, 2023, and we did not receive your renewal payment. Your account is currently in monthly billing and will continue to be billed monthly until you return your instrument.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented an instrument through Music and Arts, along with a purchase of a music book and a neck support foam. The order was never delivered to the store for pickup, so I made other arrangements and attempted to cancel this order. I spent over 3 hours on the phone with agents who put me on hold for long periods of time (with awful ear-blasting hold music), failed to return phone calls after promising to "look into it and get back to me", and eventually told me that they couldn't or wouldn't issue a refund because they didn't have confirmation that the instrument was returned - even though it was never delivered to the local store and I never picked it up. I disputed the charge with my credit card company. To add insult to injury, Music and Arts finally "found" the instrument and then called me to arrange payment for the book and neck rest that had already charged to my credit card but - again - never delivered. Since it was never delivered, I asked for it to be refunded. He inquired and I told him that I had purchased my necessary items through another party and he wanted me to prove it, as if showing him the charges on my credit card from another vendor would somehow demonstrate to him that his organization never delivered the original order. He refused to refund the $22. I told him that was unfortunate because I'll be disputing the Music and Arts charge with my credit card company. The agent got ugly, threatened to report me to the credit agency, refused further discussion and abruptly ended the conversation.

  Business Response

  Date: 11/08/2023

  Dear ****** ******,

  I am writing in response to your concerns regarding Music & Arts. I apologize for any frustrations you may have experienced surrounding your rental. I can confirm your account is closed with a zero balance. You received a refund via chargeback on October 25, 2023, in the amount of $38.14.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am still receiving mail to my home about denied credit card payments and "important" automated messages to my phone to contact Music and Arts about my account (as recently as 5 minutes ago). 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/16/2023

  Dear ****** ******,

  The account that was closed is for a Viola. You still have an open account for your trombone rental. Please call our Customer Service Department if you still need assistance for your trombone at 1-888-731-5396.

  Thank you for your time,

  Jessica N*****

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a violin from Music & Art for a monthly price of approximately $25. On 6/8/23 I paid off the remaining balance on the equipment ($524.30. receipt attached) and purchased the equipment. However, the vendor has kept charging me the monthly rental fee for the equipment that I now own.
  
  I called the vendor multiple times. A senior sales associate named SUZ (they/them) informed the corporate office of the error (email attached). I sent this information to my credit card company disputing the charges and they found the dispute in my favor and reversed the charges.
  
  Now the vendor has gone to a collection agency, ****** *******, and they have sent me a notice to collect $98.44 (letter attached)!!! This is complete harassment!
  
  It is insane that the vendor is exploring and harassing me like this when I have the original receipt as well the email record of their own staff notifying them of the error.
  
  Please help! Please make this vendor stop from billing me and help resolve any affect on my credit rating.
  
  I wonder how many other customers they have defrauded like this.
  
  Thank you very much for your help and protection.

  Business Response

  Date: 11/02/2023

  Dear **** *****

  I am writing in response to your concerns regarding your rental with Music & Arts. I can confirm your account is closed with a zero balance and will remain closed as long as we don't receive any additional chargebacks.

  Thank you for your time,

  Jessica N*****

  Customer Answer

  Date: 11/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****